Courier Collection Support
Follow the steps below when an order has not been collected within the expected timeframe.
1 Check the Collection Details
Before contacting Marketplace Operations, confirm that the order is ready for collection.
Confirm the pickup time: Check that the expected pickup time has already passed.
Check the order status: Make sure the order is in Pending Handover status in the Seller Portal. This confirms that the order is ready for collection.
2 Contact Marketplace Operations
If the courier has not arrived, contact Makro Marketplace Operations as soon as possible.
Include the following information in your email:
Order ID: The order number that has not been collected.
Scheduled pickup date: The date the courier was expected to collect the order.
Issue description: A brief explanation of the delay and any relevant information.
Report a missed collection
Email the Marketplace Operations team for assistance.
3 Wait for Assistance
Once the issue has been reported, Marketplace Operations will work with the courier service to resolve the delay. The team will provide an update and assist with arranging the collection.
Important: Do Not Ship the Order Yourself
Do not use your own courier or deliver the order directly to the customer.
Self-shipped orders will not be tracked in the system, which may affect your ability to be paid. Always work through the Outbound Operations team at FBS.Outbound@makro.co.za.